Forward From Microsoft 365 Outlook on the Web

Microsoft 365 email hosting uses Exchange Online to provide professional email with your own custom domain. This article will walk you through forwarding email from Outlook on the web for Microsoft 365 to your Help Scout Inbox.

Before You Start

You will need to have these things available to you before you start:

Your Help Scout Inbox Address found at Manage > Inbox(es) > [Choose Your Inbox]. This is the email address that looks like inbox@yourcompany.helpscoutapp.com.
The login credentials for the Microsoft 365 account associated with the address you’re forwarding, such as support@yourdomain.com.

If you are not able to log in to Outlook on the Web, you may be able to set up a redirect in your Outlook client installed on your computer. See Use an Outlook Redirect Rule to Redirect Microsoft 365 Email for a guide. If neither of these options is available to you, you will need to contact your Microsoft 365 administrator (often your IT team) for assistance.

Ready? Let's Go!

Log in to https://outlook.com with your Microsoft 365 email address and password. Click the gear icon in the top menu to open Settings.

Choose Mail, then Forwarding. Click Enable forwarding and type or paste in your Help Scout Inbox address. We recommend also checking Keep a copy of forwarded messages as an archive.
Click Save at the bottom of this screen then close the menu by clicking the x in the top right corner.

Send a test email to your Microsoft 365 mailbox address and verify that it appears in your Help Scout Inbox.

🚨 Microsoft 365 blocks automatic forwarding by default. If you see bounce messages in your Microsoft 365 inbox and the emails aren’t appearing in Help Scout, contact your Microsoft 365 administrator. They will need to enable forwarding for your address.

Point them to Enable External Forwarding in Microsoft 365 for the steps they need to take to allow your email to forward to Help Scout.

Next steps: Set up DKIM to allow Help Scout servers to send email on your behalf, or set up Custom SMTP to have your email sent from Microsoft 365's servers.

What to Check if You Don't See Emails in Help Scout

Walk through the steps above again just to ensure that forwarding has been set up.
Check your mailbox at Microsoft 365. If automatic forwarding is blocked for your address at Microsoft 365 you'll see bounce emails there. Reach out to your Microsoft 365 administrator and send them to Enable External Forwarding in Microsoft 365 if they need help allowing your mailbox to automatically forward.